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3. ITIL Categorization for Remedyforce- An Evolution into Service Desk Self Service

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Lear how service management categorization will help you better navigate your IT Service Management organization. You’ll understand how to quickly leverage the ITSM organization to reflect the type of digital enterprise services your IT service desk delivers your business. Learn more at www.remedyforce.com

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3. ITIL Categorization for Remedyforce- An Evolution into Service Desk Self Service

  1. 1. — Remedyforce Cloud ITSM Services Specialist June 5th, 2015 Nick Glaser Remedyforce Categorization An Evolution into IT Service Desk Self-Service
  2. 2. Agenda • Overview and Best Practices • Application in Remedyforce • Configuration Steps • Final Thoughts
  3. 3. — 01 Overview and Best Practices
  4. 4. Categorization: A named group of things that have something in common. Categories are used to group similar things together, usually to three or four levels of granularity. (Source: ITIL, v3)
  5. 5. Two reasons why categorization in Remedyforce service desk software matters… We Categorize for two primary reasons 1. Routing: To enable automatic assignment of issues or requests to the appropriate teams for resolution 2. Reporting: To enable Reporting against the nature of the issues or requests that the organization is dealing with
  6. 6. Basic Categorization Structure Taxonomies follow a basic: Type >Subtype > Detail structure Note that all Shirts are Clothing, but not all Clothing are Shirts Each subsequent layer describes a “Kind” of the previous layer in more specific detail, and therefore has further constraints
  7. 7. Establishing Categorization Taxonomy Step 1: Triage – Establish the customer’s need Step 2: Assignment – Route to the responsible group Step 3: Resolution – Validate categorization
  8. 8. Categorization Activities Assignment Initial State Category ResolutionTriage Category Validation Category Finalization Process Flow Step 1: Triage Activities Step 2: Assignment Activities Step 3: Resolution Activities
  9. 9. DO’s Categorization Rules of Thumb – For IT Staff consider using your services as the high level category choice • Server Services • Network Services • Accounts and Security Services • Facilities Services
  10. 10. DO’s Categorization Rules of Thumb – Remember that the Subtype represents the ‘Kind’ of high level services being offered • Ask what ‘Kind’ of Application Services the client offers Cloud Application Services On Premise
  11. 11. DO’s Categorization Rules of Thumb – Use Details where appropriate – Consider whether the customer has the CMDB and use it for ‘named’ devices or applications • Keeping these out of the category tree helps avoid duplication
  12. 12. Mixing across subsets can cause confusion Inconsistent approaches make both routing and reporting impossible DONT’s Errors to Avoid in Categorization
  13. 13. – Create categories that mimic the your org chart • While it may sometimes work out that way, the category will enable routing to the Assignee so no need to duplicate data DONT’s Errors to Avoid in Categorization
  14. 14. – Provide categorizations to Customers unless they are broken down into Outcomes / Symptoms DONT’s Errors to Avoid in Categorization
  15. 15. – Assume that there is no time / staff to categorize properly • Ticket routing can only occur after proper categorization • Improperly categorized or uncategorized issues will still need to be categorized by someone, thus taking (more expensive) time DONT’s Errors to Avoid in Categorization
  16. 16. – Assume that different categories or teams has to mean different ticket types • Categories represent kinds of Services that can be provided, and are merely a way to classify and obtain that service when properly assigned – Waste a category layer with redundant information • Service Request and Repair Request can be determined by using Activities and do not need their own drop down devoted to them – Exceed 3 layers of Dependencies plus 1 Activity • Think efficiency and avoid more detail than is absolutely necessary DONT’s Errors to Avoid in Categorization
  17. 17. – Place Verbs in your Type/Subtype/Details • Use Activities for these terms – it streamlines categorization tremendously – Duplicate Activity words with verbs that have similar meanings • E.g. Provide and Give have essentially the same meaning – Use ‘Other’ at the Subtype layer, or use too frequently in Details DONT’s Errors to Avoid in Categorization
  18. 18. — 02 Configuration in Remedyforce cloud help desk software
  19. 19. Application of Categories in Remedyforce service management – BMC Remedyforce on the Salesforce Platform • Custom Object • Leveraged by multiple objects in the SFDC database • Other objects align with ITSM practices – Agent and customer facing category structures • Self-Service – Leverages automation • Categories can be aligned with urgency values • Urgency values help calculate priority
  20. 20. Customer vs Agent facing categorization - Customer BMC Confidential – Subject to Change • Symptom Based Focus • Minimal hierarchy (One to two layer hierarchy) • Activity, if included, comes first and is hierarchical
  21. 21. Customer vs Agent facing categorization - Agent BMC Confidential – Subject to Change • Classification Based Focus • Three layered hierarchy • Activity based
  22. 22. Configuration of Categories in Remedyforce – Remedyforce Administration • Web Based Training (www.bmc.com/education) • Configure Application – Category
  23. 23. Configuration of Categories in Remedyforce – Remedyforce Administration • Configure Application - Category
  24. 24. Configuration of Categories in Remedyforce Service Management software – New Category • Populate data
  25. 25. Configuration of Categories in Remedyforce – New Category • Populate data
  26. 26. Configuration of Categories in Remedyforce – New Category • Populate data
  27. 27. Configuration of Categories in Remedyforce – New Category • Populate data
  28. 28. Configuration of Categories in Remedyforce – New Category • Populate data
  29. 29. — 03 Conclusion and Final Thoughts
  30. 30. Final Considerations Help Desk Service Owner owns the responsibility for final categorization. The days of asking an end user to select the correct category are fading away. Using “other” without a supporting process to do gap analysis will be detrimental to metrics.
  31. 31. Top Five Take-Aways 1. Measure Twice, Cut Once 2. Stick to the basics 3. Don’t leave anything on the table 4. Things change 5. Ask for help
  32. 32. VIDEOS Learn how to quickly navigate Remedyforce COMMUNITIES Join our active Remedyforce group WHITE PAPERS Get more out of Remedyforce

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